Incident Support Specialist - Manchester, United Kingdom - Fournet

Fournet
Fournet
Verified Company
Manchester, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

In addition our Service Desk is developing as a technical T1 team and you will be tasked with 1st line management of incidents and move adds and changes with support from T2 & T3.

The pathway for this role is to develop and become one of our technical product specialists.


About Us:


FourNet is one of the fastest growing technology businesses in the UK; listed in the Sunday Times Tech Track 100 and the FT1000 Fast Track, we are recognised as the fastest organically growing business within our sector by Megabuyte.

As one of the UK's most successful cloud and managed services providers we have grown year on year for the last 17 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.


Scope of responsibilities

  • FourNet Service Desk's primary point of contact for assigned customers, ensuring effective communication between FourNet and its customers is maintained for servicerelated issues and requirements.
  • Build strong customer relationships to ensure an excellent FourNet Service Desk experience for assigned customers and to maintain a FourNet Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded.
  • Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
  • Escalate and maintain cases raised with support partners including regular updates to the customer.
  • Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
  • Proactive management of cases, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
  • Ensuring cases are updated every day and responded to within SLA and where appropriate resolution targets are met. Including management of engineers cases.
  • Liaison with service delivery managers where contracts define penalty clauses.
  • Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
  • Managed service reporting for high profile customer, this will involve;
  • Creation of managed service report each month via PowerPoint
  • Use of Virsae ESP (this is our monitoring system, training provided)
  • Trending on availability & capacity reporting
  • Trending on cases and issues for the month
  • Monitor and record all service desk alarms proactively. Complete trending and work on proactive management of your tier 1 customers.
  • To act as a Major Incident Manager (MIM) in P1 and P2 scenarios

Technical Profile

  • Strong Customer Service, Organisational and Strategic Planning Skills
  • Previous Service Desk experience (desirable but not required)
  • ITIL Foundation Certificate (beneficial but not necessary)
  • Evidence of strong customer focus and passion for delivering service excellence and commitment

Personal Attributes/Skills

  • A cando attitude
  • Excellent telephone manor
  • Ability to meet strict deadlines
  • Positive attitude when working under pressure
  • Team player
  • Problem solver
  • Excellent communication skills both written and oral

Traits and Behaviour

  • Focus on customers committed to providing the best service to our customers in all that they do


  • Working Together

  • Working cooperatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and 'human.'


  • Can Do Attitude

  • Takes personal responsibility for getting things done


  • Growth

  • Proactively seeks ways to improve and grow the business

Job Types:
Full-time, Permanent


Salary:
Up to £24,000.00 per year


Benefits:


  • Additional leave
  • Company events
  • Company pension
  • Cycle to work scheme
  • Free parking
  • Onsite parking
  • Referral programme
  • Sick pay
  • Work from home

Schedule:

  • Monday to Friday

Work Location:
Hybrid remote in MANCHESTER


Reference ID:
Incident Support Specialist
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